Enabling and configuring omnichannel routing

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  • Daniela Healy

    Is it possible to create different rules that target different brands? (We don't want agent cross over between the tickets we route)



  • Landry Norman

    Ever since turning on omnichannel routing our agents are no longer being offered messaging coversations with the accept button, and they must go assign them to themselves in the view we have for them. Any tips on get this configured properly?

  • Dainne Lucena
    Zendesk Customer Care

    Daniela Healy

    Yes, you can create different rules to target different brands. You just need to add a trigger condition like "Brand-Is-*name of brand*" and associate it with the tag for your routing.

    Landry Norman

    Have you set up a trigger to automatically add a tag to your new tickets? That happened in my test account but when I created a trigger to add a tag for specific brand tickets, it routed successfully without needing to manually assign the ticket to me. 


    I would recommend checking your older tickets to see if there's a tag that's associated with the omnichannel routing. If the tag you set is not there, then that's most probably the reason. 

  • Lauren Benkov

    I'm testing this out in my sandbox instance now and the tag, group and priority are correctly being set by the trigger but a ticket coming in via text is not getting assigned to an agent. It seems to be working fine for email and messaging but for some reason text isn't getting assigned out.

  • Nathan Cassella

    I'm a little confused by this. It seems you are tailoring this routing for specific tags related to specific customers, which isn't practical for many other customers.

    What I need to understand is how to use this in a proper round-robin fashion.

    If I set a trigger with my tag (let's call it "new ticket"), that trigger will only assign to one group; what about when that group meets its capacity? what about when I have agents in other groups available to take open tickets? How does this routing method work if you need to auto-assign between groups?


  • Emma

    Hi, I can't try this function. I have no "Omnichannel routing" in my objects and rules-side bar. Please help.

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Emma,

    Is messaging enabled in your account? If not, kindly enable Messaging. To enable Messaging, you may check this article: Getting started with Messaging.  Once Messaging is enabled, Omnichannel routing will already be available on your end. 

  • Phil Andrews

    I want to use omnichannel routing for a certain group in ZD instance. However, we have people in that group who need to be able to view tickets in that group, but I don't want them to be able to receive tickets as part of the routing - is there a way to achieve that? 

    For example I have a "Level 2" Group, say there are 5 agents in that group. 3 of them I want to receive tickets to serve, but the other 2 agents are only in the group so they can view those tickets if they need to. Those 2 agents can't have access to all ZD tickets though, hence they are in a group.

  • Riah Lao

    Hi, how come I do not see this option from our instance

  • MatthewL

    Hi Riah Lao,

    In order to use Omnichannel, it is a must to switch On Agent Workspace and Messaging before the Omnichannel Routing option would appear on yr Admin options. I was facing a noobs moment too earlier.

    Hope this help cheers!

  • Max Hunter


    I am interested in using the omnichannel routing feature for capacity and agent status, but we have no intention to use messaging/talk in our agent workspace. I currently use the Classic Web widget to suggest help articles, but I don't want it to create chats for my agents to answer. If I turn on Messaging so I can use the Routing Feature, will I have to allow the web widget to create conversations that my agents have to action, or can I continue to use the Web Widget as we are currently?



  • Dave Dyson
    Hi Max, and welcome to the community! As long as you have Agent Workspace enabled, and aren't using Chat, you should be okay. Omnichannel routing will also work with Messaging and Talk, but those aren't required to use it.
  • Sacbe Alfonsina Ibarra E

    Is it possible to combine omnichannel routing with skill based routing? 

    I am also confused, what's the difference between using groups or using skills? 

  • Dave Dyson
    HI Sacbe,
    Skills are not currently considered by the omnichannel routing engine, but that's something we intend to add in the future. For more information on how omnichannel routing works, see About omnichannel routing with unified agent status
  • Sacbe Alfonsina Ibarra E

    Thank you @... I guess my question is, if I have skill based routing set up how would it interact with omnichannel routing? Would I be able to keep both or would I need to choose between one or the other? 

    I'm still learning about the different routing options. I still have the question about what's the difference between using groups or skills, is there a benefit for one or the other? 

  • Manuel Rodriguez Casal

    Hello, I'm really interested in this new feature. 
    I'd like to know if I'm going to be able to track status time for each agent. 

    We need to have KPI with number of calls and chats attended but also the time each agent has been in each status. 



  • Bobby Watton

    The link "Disabling Omnichannel" appears to be broken.



  • Rob Stack
    Zendesk Documentation Team
    Hi Bobby, thanks for pointing this out. The link is now fixed.
  • Eduardo Escobar

    Hello, how can I see all my agent's status at once? As in, check to see how is Online Status and Away staus?

  • Amos C

    I'm attempting to turn on omnichannel routing. I have everything set up according to the guides:

    - All brands are on messaging
    - Agent workspace activated
    - Trigger set up for email tickets

    When I go to turn on omnichannel routing, I get a generic "invalid settings" error. I can't expand it to see any specific details. I've reached out to support and they said to clear my cache which did not help at all.

    Anyone else experience this?? 

  • Rosie Balagbis
    Zendesk Customer Care
    Hi Amos, 
    Thank you for raising this. Apologies for the inconvenience this has caused you. I'll work on your ticket and respond to you to help resolve the issue. Thank you for your patience. 
  • Stella Kang

    I don't see Omnichannel routing under Objects and rules as the article states- is there a reason for that?

  • Vio H

    Hi Stella,

    we had the same issue when we changed the plan. Check if Agent Workspace and Messaging is activated.


  • Stella Kang

    Thanks Vio H.

    So this doesn't work if you only use Chat?

  • Christine Felicia
    Zendesk Engineering
    Hi Stella,

    Correct. Your account must meet the following requirements to use omnichannel routing:
    • The Agent Workspace must be activated for your account.
    • If your account has a Chat subscription, native messaging or Sunshine Conversations must also be activated.
    • You can't be using live chat.
    Hope this clarifies! 


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